Research & Insight

Industry

Energy & Utilities

Procurement Outsourcing Is Hot — Even for Hybrid Strategies | Article

Linda Tuck Chapman, President, ONTALA Performance Solutions Ltd.

Procurement outsourcing is the least understood but fastest-growing outsourcing story. The market is heating up and there is a lot to learn. What should you outsource? What should you retain — and why? If you decide to outsource, what should you do internally before outsourcing? How can you implement a hybrid strategy in your procurement …

Buyers Face Decisions around New Opportunities and Risks in Outsourced IT Solutions | Article

Outsourcing Center, Kathleen Goolsby, Senior Writer

Charlie Bess, HP Fellow, HP Enterprise Services, says the outsourcing industry is facing “a different kind of IT and support environment than what we had just a few short years ago.” Here’s how he describes this new environment: More sensors deployed in more parts of a customer’s business giving organizations a deeper understanding of their …

15 Years Later, the PwC BPO Team Continues to Shape the BPO Market

Joseph Vales, Senior Partner, Vales Consulting Group

When someone writes the definitive book on the growth of the global outsourcing market, there will be a chapter on how the Pricewaterhouse Coopers (PwC) BPO group shaped and drove the BPO marketplace in the late 1990s. Started in 1996, the PwC BPO group grew to $520 million in annual revenue by the end of …

Combating the “Hidden” Costs of Managing Outsourcing | Article

Outsourcing Center, Kathleen Goolsby, Senior Writer

Industry media, especially over the past two years, often points out that a significantly high number of outsourcing arrangements do not deliver the promised cost savings due to “hidden” costs associated with managing the relationship. This is especially true, the reports state, in outsourcing relationships with an offshore delivery component, where administrative costs increase due …

How Buyers Can Avoid a Big Outsourcing Pitfall | Article

Outsourcing Center, Kathleen Goolsby, Senior Writer

An Outsourcing Center study found that a lot of outsourcing buyers have relationship managers with no prior experience or training in how to manage the relationship. This article describes why this occurs and the challenges that result from this phenomenon.

How Outsourcing Buyers Benefit from Benchmarking

Outsourcing Center, Kathleen Goolsby, Senior Writer

Cost and price. It’s crucial that buyers understand both when it comes to outsourcing. What is the cost of providing business services internally? What elements comprise that cost? What is the price for comparable services from an outsourcing service provider? What cost elements affect the provider’s price? For the service levels it commits to perform, …

When an Outsourcing Service Provider’s Lack of Domain Knowledge is a Good Thing

Outsourcing Center, Kathleen Goolsby, Senior Writer

How important to the value proposition for an outsourcing initiative is the service provider’s domain knowledge specific to the buyer’s industry? Many buyers report that the provider’s expertise in a particular business process ranks higher in importance than industry expertise when selecting a service provider. But there are situations where industry knowledge is crucial, especially …

Clean Technology Provides New Opportunities for Outsourcing Service Providers | Article

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Wipro Academic Thought Spot: A Discussion with Rafiq Dossani, Senior Research Scholar at the Asia-Pacific Research Center, Stanford University. A Wipro Council for Industry Research Initiative Are there opportunities for outsourcing service providers to create new offerings in clean technology? Rafiq Dossani’s research answers that question. The Senior Research Scholar at the Asia-Pacific Research Center …

How Verticalization and Business Process Utilities Will Impact Outsourced Services | Article

Outsourcing Center, Kathleen Goolsby, Senior Writer

Transparent pricing, highly standardized processes, vertical solutions. Companies will select service providers that deliver the best quality and value-add, not just the best price. “Increased adoption of standardized solutions in outcomes-based models will drive outsourcing to become more utility based,” says Don Schulman, General Manager, Finance and Administration at IBM. “And that becomes where the …

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